Event Operations Manager - Hyatt Regency Crystal City

About the Role

Manages floor operations to achieve service excellence with a focus on customer service, staff leadership, performance management, and development. Achieves overall organizational goals through effective workforce and inventory cost control. This position reports directly to either an Operations Director or Director of Event Technology at high-revenue locations.

Responsibilities

• Operations Management
  • Manages daily floor activities and workflow of technicians to ensure equipment and services are delivered on time, in good working condition, and as specified by clients and the hotel.
  • Provides direct supervision of team members, including scheduling and timekeeping.
  • Ensures billing is reviewed and approved by clients; advises the Director and/or Sales Manager of potential challenges.
  • Manages inventory control procedures to maintain proper inventory levels while ensuring safety, security, and quality assurance of equipment.
  • Attends BEO, Pre-Cons, and pre-production meetings as needed.
  • Delegates tasks as appropriate.
• Customer Service
  • Reviews quotes and provides recommendations for cost efficiencies in accordance with company standard operating procedures.
  • Supervises and mentors operational staff to ensure client satisfaction and revenue maximization via onsite upselling.
  • Establishes excellent working relationships with internal and external clients, team members, neighboring Encore properties, and vendors.
  • Mentors Technicians to provide a superior level of customer service.
  • Meets with guests onsite to ensure their needs are met and equipment setup is working properly.
  • Portrays a polished, professional image according to company and hotel standards; ensures the team adheres to the same standards.
• People Development & Training
  • Promotes and reinforces a positive working environment centered on Encore core values.
  • Hires, develops, leads, and motivates a talented team of technicians and operational support staff.
  • Drives professional development and training efforts to improve business acumen, technical knowledge, and service.
  • Manages human resource-related issues, including performance management, salary administration, and training.
  • Effectively utilizes company computer systems and software; ensures team members are properly trained.
  • Registers and recommends team members for additional training opportunities as needed.

Requirements

• High School Diploma (required). Bachelor’s degree (preferred).
• 4+ years of audio-visual and customer service/hospitality experience, including 2+ years of supervisory experience.
• Experience leading workflow and team members.
• Working knowledge of audio-visual equipment in a live show environment.
• Proficiency with computer hardware and software, including the Internet and Microsoft Office.
• Effective leadership abilities and a focus on customer satisfaction.

Competencies

• Deliver World Class Service
• Hospitality
• Ownership
• Do The Right Thing
• Manages Ambiguity
• Drive Results
• Directs Work
• Achieves Goals
• See The Big Picture
• Financial Acumen
• Value People
• Builds Effective Teams

Physical Requirements

Team members must meet the following physical demands to successfully perform essential job functions. Reasonable accommodations may be made for individuals with disabilities.

• Time Spent:
  • Sitting: 2-3 hours per day
  • Standing: 3-4 hours per day
  • Walking: 3-4 hours per day
  • Stooping: 0-1 hour per day
  • Crawling: 0-1 hour per day
  • Kneeling: 0-1 hour per day
  • Bending: 0-1 hour per day
  • Reaching (above head): 0-1 hour per day
  • Climbing: 0-1 hour per day
  • Grasping: 0-1 hour per day
• Lifting Requirements:
  • 0 - 15 lbs: Frequently*
  • 16 - 50 lbs: Frequently*
  • 51 - 100 lbs: Occasionally
  • Over 100 lbs: Occasionally
• Carrying Requirements:
  • 0 - 15 lbs: Frequently*
  • 16 - 50 lbs: Frequently*
  • 51 - 100 lbs: Occasionally
  • Over 100 lbs: Occasionally
• Auditory/Visual Requirements:
  • Close Vision: Frequently
  • Distance Vision: Frequently
  • Color Vision: Frequently
  • Peripheral Vision: Occasionally
  • Depth Perception: Frequently
  • Hearing: Continuously
• Pushing/Pulling Requirements:
  • 0 - 15 lbs: Frequently*
  • 16 - 50 lbs: Frequently*
  • 51 - 100 lbs: Occasionally
  • Over 100 lbs: Occasionally

*Activities performed without assistance.

Work Environment

• Work is performed in a hotel/convention center environment with moderate exposure to outdoor temperatures, dirt, sand, and/or dust.
• Working conditions vary from moderately quiet to noisy volumes.
• Use of high-end audio-visual equipment and electrical components; exposure to heights via lifts and ladders.
• May be required to work in multiple hotel locations.
• Irregular hours and on-call status, including days, evenings, weekends, and holidays.
• Must adhere to appearance guidelines as defined by Encore based on hotel or city standards.

Pay

Salary pay range: $53,210.00 - $69,173.00. Compensation is determined based on qualifications outlined in the job posting for the specified location. Final compensation considers factors such as location, travel, relevant work experience, skills, and expertise. Some positions may be eligible for overtime, bonuses, or incentives.

Benefits

Encore offers comprehensive benefits options for employees and their families. Additional details on inclusivity and belonging initiatives are available.